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« Cognitive Systems » Engineering at Hydro-Québec

Human-Computer Interaction, ECSE 424/542,Electrical and Computer Engineering, McGill University,

September 12th 2019 Jeremy Cooperstock

André Gascon

Technologies opérationnelles

\PreMcGill-19-Internet.ppt 2019-09-19 Hydro-Québec 2017

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Introduction

Interface design is not just common sense.

One has to :• Learn not to rely on his own impressions• Know the human being• Know about interface technology• Use a proper design methodology

– based on task analysis and usability testing• Use the proper techniques

• And still not rely on his own impressions

Hydro-Québec 2017 (André Gascon)

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3

Introduction

Don’t rely on your own impressions- Task-task-task (goals, sub-goals, information used); nature of expertise; always validate

Peripheral perception- Layout, navigation, schematic-diagram-spatial, beware of movement and blinking, . . .

Anticipation- Consistency, affordance, transparency; mental model and sufficient information for correct anticipation

Cognitive System : Human + Machine


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Objectives

• That you understand the necessary attitude :

>>> Don’t rely on your own impressions. <<<

< It isn’t natural, it has to be learned hammered in > < Tullis . . . >

Discuss the advance exercise video Suggest what you should rely on.

• That you get a flavour of «Cognitive Systems» Engineering ( CSE) in industry :

Show an example of CSE applied to an industrial problem Describe what it’s like in practice, how it fits within IT


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Outline• Design example : Context Users Observations Conjecture Design

– Questions– Advance exercise : Discussion Recommandations

• Cognitive Systems Engineering

• Major lessons learned : Methodology and techniques Design

• Articulation with the rest of IT

• Questions (at least 5 minutes at the end)

• Examples of CSE projects (if time permits)

• Support information : Definitions Suggestions Problems Future of CSE References

Questions during the lecture are OK (in the past, it helped me improve the lecture).If needed, I’ll be glad to answer questions after the lecture.

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Design example

Alarm annunciator

From diagnosis to situation awareness

(circa 1995, but the lessons remain valid)

Design example


4

Hydro-Québec = Electric Power Utility

Production Consommation

(*)

Production Consommation

Pas de batterie, seulement un peu d’inertie : il faut en tout temps équilibrer la production avec la consommation.

< Si on allume une lumière, il faut qu’un peu plus d’eau coule dans la turbine >

Transmission

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Electrical Power Network : Generation

62 hydroelectric power plants

Hydroelectric power plant


Design example

Context

< www.hydroquebec.com >

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Electrical Power Network : Transmission

32,800 km of power lines550 substations

High-voltage substationHigh-voltage power lines

Generation Transmission (high-voltage) Hydro-Québec 2017 (André Gascon)

Design example

Context

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Electrical Power Network : Control

Generation Transmission(high-voltage)

Distribution

PA PA PA. . . CED CED CED. . .

CCR

CCR : Centre de conduite du réseau

PA : Place d’affaire téléconduite (salle de téléconduite)

CED : Centre d’exploitation de distribution

1 provincial control center (CCR)7 regional control centers (PA)5 distribution control centers (CED)63 power plants (Generation)> 500 substations (Transmission)


Design example

Context

Tele

cont

rol

Ele

ctri

cal

Net

wor

k

HQ - ProductionHQ - TransÉnergie

HQ - TransÉnergie

HQ - Distribution

Loc

alR

egio

nal

Pro

vinc

ial

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11

Electrical network control< local control room >

Local HMI

PA PA. . .

CCR


Design example

Context

< www.hydroquebec.com >

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Electrical network control< remote control centers >

1 provincial center (CCR)7 regional control centers (PA)5 distribution control centers (CED)

Regional control center HMI (PA)

PA PA. . .

CCR

Provincial control center HMI(CCR)


Design example

Context

Journal de Montréal

TVA Nouvelles

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SCADA : two channels

HMI

Automation systemProcess

uuu

Control, status

Alarms

Automatisms

and

Protection

Control

Active monitoring

Passive monitoring


Design example

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Context

SCADA : Supervisory Control and Data Acquisition

Annunciator

Operator

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Typical displays (SCADA HMI)

ADRSAD

ALB


Design example

Context

Planning and active monitoringControl and active monitoring

Passive monitoring

Annunciator

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Annunciator panel


Design example

Context

Passive monitoring

<>

< www.Wikipedia.org >

Getting rare, but still in use

( Some automation subsystems can be in use for over 30 years )

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Chronological annunciator (ALCID-SICC-I)

Getting rare, probably still a few in use

>>> Vraie capture, ou scan au besoin Hydro-Québec 2017 (André Gascon)

Design example

Context

( Some automation subsystems can be in use for over 30 years )

Passive monitoring

<>

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Regional control center example (SAD)

In use from 1985 up to october 2005


Design example

Context

Passive monitoring

<>

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Typical annunciator state machine


Design example

Context

Normal

Alarm

.

New unack

New ack

Return unack

Return ack

Acknowledge

Acknowledge

Reset

Field Alarm message

< ~ >

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Context at Hydro-Québec

• Process control– Multiple interdependent variables - Dynamic– Risks - Conflicting goals– Typical task :

• Information Situation awareness – Anticipation Decision

• Hydroelectric power generation and transmission– Multiple processes; most of them fairly simple, a few quite complex– Complex configuration (and always changing); Complex HMS– Expert users; 24/7– Important risks; single contingency rule– Subject to numerous environmental influences : thunderstorms,

freezing rain, wind, temperature, solar activity, rain, river levels, ice, ice cover, forest fires, …


Design example

Context

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• Expert users– Various backgrounds : electrical maintenance,

technician, outage coordinator, … (practically nobody with an engineering background)

• Then local operator, telecontrol operator, telecontrol dispatcher.

– Long training : master and apprentice, coaching– Lots of experience (often at least 10 years of network

operation for a provincial control dispatcher).


Design example

Context

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• To get the right information for design


Design example

Context

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Situation at Hydro-Québec

• Automation has steadily increased :– Number of operators has shrunk dramatically

– From 20 to 30 (up to 70) substations for a tele-control desk

• Number of alarms points rises sharply with automation :– More alarm points than before (from 30 to 300 alarm points for an

alternator, upward of 18,000 alarm points in the Beauharnois power plant)

– Cascades of up to 200 (sometimes up to 400-800) alarm messages at the beginning of a perturbation.

• Network operated much nearer of limits (maximize use of network capabilities)

Up to 3000 alarms a day for a tele-control desk.

< The number of phone calls during a shift reach 300 > Hydro-Québec 2017 (André Gascon)

Design example<>

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Advance exercise : Questions Exercise


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The necessary attitude

Be very careful with your own impressions,concentrate on user reactions,

try to understand their goals, know the context.

Don’t jump into design until you truly understand the task and the user’s goals.

“ The best attitude for today's designer to adopt is tothink of the user as a different species that one knows nothing about;

the user must be investigated scientificallyto determine the optimal design features to facilitate the use of interactive systems ”

Deborah Mayhew

Exercise


<>

Observe the user doing his job Analyze the task : understand the user’s goals Validatin : observe the user using the mock-up or prototype to

do his job

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The necessary attitude

You are building a tool for somebodywho is doing a job you don’t really know about

(at least not at the skill level).

Skills

Rules

Knowledge

Users * Engineers

Exercise


On top of that, you know too much about computersto rely on your own impressions to design an HMI.

< analogy : driver vs mechanics in car racing >

Jens Rasmussen

* : experienced users

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Observations (alarms)

• After a perturbation :– In a power plant, the operators go directly to the control panel, without first looking at the alarm messages on the screen– « Acknowledge – reset » without prior reading of alarm messages (the operator looses the historical information, gets the present state)

• High proportion (operators opinion) of one by one judgment about pertinence of alarms

• From 70% to 80% (operators opinion) of alarms are irrelevant« 30 alarms (then grouped on 12 indicator lights on the control panel) were enough for an alternator, why do we need 300 now ? »

• In important events, a high proportion of the alarms are momentary

• In some cases, it is difficult to understand the new state of the plant immediately after a complex event. The annunciator doesn’t seem to help.

• Not much pattern recognition for alarms in the regional control center *, only reading of alarm messages

* : except on the mosaïc overview display : changes of state (general state of the electrical network)


Design example

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Techniques

Observation

Analysis

Usability tests

Design

At workplace, performing (or simulating) actual work (think aloud), one user at a timeNotes, screen captures, video camera (with sound), photos

Hierarchical Task Analysis (HTA), strategies, problems, errors

Optimize design with software experts

Use the mock-up to do real task examples (think aloud)(Users do their task while thinking aloud) (techniques as for observation)

Look everywhere for ideas

Iterate

HTA (goals, data) --> Data, grouping, sequence

Heuristic evaluation


Techniques

Situational awareness (anticipation)

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Techniques : Hierarchical Task Analysis

Why ?How ?

HTA

First draft of HMI(interface and task)

Information needs

- What do you do ?- When, how often ?- How do you do it ?(ask the user to do the actions,or to simulate them)- What are you looking at ?- Why do you do it ?- Problems ? Errors ?- Strategies ?

GoalsActions

< data, grouping, sequence >

< chains of goals>


Techniques

bold + blue = main outputs

> Look at all the « tools »

During the interview, let the task go (don’t interrupt to obtain direct answers to your interrogations)

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Techniques : Hierarchical Task Analysis

Users can validate the HTA


Techniques

In most cases, the tasks already exist in some form

New HMI revised task• main goals mostly intact• some sub-goals may change• some actions will probably change• function allocation (human vs machine) may change

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High level understanding from task analysis

• During normal operation

– Situation awareness / Anticipation

– Periodic active monitoring

(period depends of the situation)

– Mostly passive monitoring of anomalies

Alarms managed one by one


Design example

SA

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Situation awareness

• Perceive

• Comprehend

• Anticipate– Anticipation is testable


Design example

« Designing for situational awareness : an approach to user-centered design », M.R. Endsley, D.G. Jones, 2nd edition, CRC Press (Taylor & Francis), 2011

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High level understanding from task analysis

• Perturbation– 1 : situation assessment (restoration of lost situation awareness)

• active gathering of state info; then action on the symptoms

• annunciator : at most a minor role (even if well designed) *

– 2 : preparation for return of service• annunciator : remaining alarms (« Secondary overview »)

• decide on a power restoration strategy

• historical log : may be useful to find causes; then action on the causes

* : a « dark-panel » low-key topographical annunciator is probably part of a better solution• « unauthorized change of state » indicators in a topographical diagram are useful (to highlightchanges in the state of the process)


Design example

Diagnosis is a different task, done after the fact• for important events, it is normally done by network engineers, not by operators• it requires a different tool, with filters, a search function, separate events for new alarm and return to normal, date and time (to the millisecond), …• often, the engineer will use an Excel spreadsheet to analyze the data

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Literature and existing products

• Intelligent filtering (to reduce the number of alarms) is difficult to implement and extremely difficult to maintain

• Almost nothing on representation

• No tests with experts

• Situation awareness thought to be important

• Products : design seems neglected (ex.: date-time on the left, including year); looks as if design was done for diagnosis


Design example<>

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Conjecture

• After an perturbation, the priority is to re-establish situation awareness; diagnosis is secondary.

• After a perturbation, one needs to update his mental model of the process before making decisions

“ The other important aspect of cognitive skillsin on-line decision making is that

decisions are made within the context of the operator's knowledgeof the current state of the process.

[and the anticipated evolution of the process].“Lisanne Bainbridge 1983


Design example

This remains true for most tasks done with a computer(state of the « process » and state of the computer program)

Decisions are based on anticipation

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Annunciator Design

First priority after a perturbation:Understand the new state of the plant

HMI has to be designed for the perturbed situations, and must be in constant use * .

It must also be useful in normal operation

First goal after a perturbation :Safeguarding the network


Design example

We need to work on the representation of information

to help current state perception.

For complex systems, pattern recognition is probably

the best way (if not the only one).

* : must be already displayed when the event occurs, and

the operator must be very familiar with the display.

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Techniques : Mock-up

First mock-up Paper and PostIt, or Visual Basic used as a drawing tool

Styrofoam and paper for physical aspects

Mock-up Prototype*

Evolution Usually Visual Basic used as a drawing tool, adding just enough functionnality to properly test specific sub-tasks

Never (almost) demo the mock-up to users **

Ask the user to use it to do actual work

The mock-up is the best communication tool between user, client, interaction designer and programmer

Designing the mock-up and doing usability tests enables one to push the interaction design much further

Other mock-up tools : PowerPoint, Excel, DHTML

(Excel is good for simple web site mock-ups)

* : a partial prototype may be needed in some cases ** : however, a demo may be useful for clients


Techniques

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Mock-up example (Visual Basic) (SCADA HMI, SAD+A)

< amélioration possible : petit .avi avec bouton pour le démarrer > Hydro-Québec 2017 (André Gascon)

Techniques

Poste 1

Poste 1Poste 1

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State annunciator (mock-up) (« Liste-État »)


Design example<>

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Usability testing (« Liste-État »)

Caméra vidéo

commandes de l’annonciateur topographique

schéma unifilaire avec annonciateur topographique intégré (topo) (fonctionnel ou non selon la condition)

annonciateur à liste (liste-chrono ou liste-état)

ou

ou

puis

ou

3 scénarios 3 scénarios

Design example

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<>

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Visual Substation (commercial version)


Design example

< Cybectec, then Cooper >

<>

Poste 1

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ALCID-II : new local annunciator


Design example<>

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Regional control center example

Currently in use (2007 )

Color rectangles are flashing


Design example

Context

Design : mid-1990 (independent, some configuration by HQ)

<>

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Provincial control center example

Currently in use (2000 ) Hydro-Québec 2017 (André Gascon)

Design example

Context

Design : mid-1990 (independant)

<>

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Topographical annunciator (mock-up)


Design example

< substation level one-line diagram >

Tests : no advantage, distracting need state first(alarms are secondary; their representation should remain discreet)

Note on tests : the operators were not familiar with this type of display.

<>

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Overview display (« Synoptique Réseau »)

Summer 2007


« I feel the network »

Design example<>

TVA Nouvelles

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Overview display with alarms (dark-panel, low-key)

+ mesures à quartilesSpring 2009


Design example

< telecontrol center level one-line diagram >

< not done on the substation level one-line diagram (except for CENA) >

<>

anonymiser

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Annunciators these days

Beauharnois : UCC + control panel

Telecontrol dispatcher desk : PTR + PTS

Provincial control dispatcher desk : several annunciators on monitors (transmission, automatisms, LIMSEL, state estimator) + mimic wall

>>> à compléter (+ dessins ou photos)

Hydro-Québec 2017 (André Gascon) 47

Design example

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• Design example : Context Users Observations Conjecture Design

– Questions– Advance exercise : Context Results Recommandations




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Overall reasoningObjective : performance-efficiency of the enterprise in its mission

Means :- Performance of individuals in their tasks- Collective performance : business processes, communication

Tools :- IT tool HMI : information, representation/layout, display HW- Direct human interactions- IT services and functions

IT requirements difficult to define for complex systems, especially when users are experts

- human beings are part of the system- tasks- processes


N.B. : Standards, guidelines and good practices are very useful, but are far from being sufficient to garantee a good design.

Cognitive Systems

Engineering

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Specific expertise

• Cognitive Systems Engineering methodology

+ Integration with requirements engineering and software engineering methodologies.

• Techniques to find the necessary information– Interviews, task analysis, usability testing, …– < how to get access to the user (intuitive) expertise {in their task} >

• Knowledge of human being : (applied psychology)– Vision, perception, situation awareness, decision making, mental load,

nature of expertise, human error and biases, representation effect, Gestalt, …

• Display technology, HMI design, interaction design, and business processes description


Cognitive Systems

Engineering

Design methodology and techniques, validation techniques

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Demands, needs, design and validation

« In any case, what users want and what users need are two different things, which is why it’s long been a primary usability guideline to watch what users do, rather than listen to what they say. »

« Over the past 25 years, work in usability has shown that one of the best ways to evaluate a design’s quality is by watching users interactwith it (through either a functional or mocked-up screen). Again, if years go by before the developers do this, most of their development effort will have been spent producing the wrong design. »

Jakob Nielsen < www.useit.com >


Cognitive Systems

Engineering

Demands, needs and requirements

( client/user vocabulary )

( client/user vocabulary )

( IT vocabulary )

Demands ≠ Needs (*)

Requirements = Translation of needs

Demands

Needs(IT)

Requirements (IT)

Demands formulated by the client, often expressed as solutions

Description of the design of the business solution, as much as possible validated

Items of the contract for building/integration/configuration by IT

This is a major succes factor. Preferably done via usability testing.

* : Give satisfaction to the client ≠ Satisfy all his demands

What the client asked for

What the client really needs (most of the work of the business analyst is to define those needs).

The order given to IT

Concepts

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< High-level business needs >

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Cognitive Systems Engineering : fundamental concepts

Definition of (IT) needs (≠ gathering of needs)Through the design and the validation of the HMI.

DesignBased on task analysis and usability testing.< ie.: based on the users’ expertise in their task >

With technical optimization.

The design is expressed as a mock-up which is also the basic tool for usability testing.

Interaction design Functional requirements specification


Cognitive Systems

Engineering

Analogy : « I want to hang this painting on this wall », . . .< what do you need to achieve your task goals ? >

Nota bene : Validation vs Verification

Validation

« Confirmation that the product or service, as provided (or as it will be provided), will fulfill its intended use.

In other words, validation ensures that “you built the right thing”. (See also “verification”.) »

Verification

« Confirmation that work products properly reflect the requirements specified for them.

In other words, verification ensures that “you built it right”. (See also “validation”.) »

CMMI® for Development, Version 1.3, SEI


Cognitive Systems

Engineering

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Methodology : main actors

Understand the task

Design - optimization

Validate the design

User expertise

Describe their actions

Do their task using the new tool (mock-up)

Ergonomist + software experts

Ergonomist

Ergonomist

Ergonomist

Ergonomist

Users


Cognitive Systems

Engineering

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Methodology : design cycle

Gathering of information on the task

Design with optimization

Usability tests

Definition of needs = Validated design

Hierarchical Task Analysis (HTA)Information needs / sequence

Feasability analysis

Mock-up Functional requirements spec.

Activity Document

(with users)

(with users)

(with computer specialists)

Iterations

Iterations

Iterations

HMI : interactionServices / functionsDB


Cognitive Systems

Engineering

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Methodology : « Double Diamond »

Finding the rightproblem

Finding the rightsolution

Explore the fundamental issues

Converge upon the real underlying problem.

Explore a wide variety of solutions

Converge upon a good solution

« Good designers never start by trying to solve the problem given to them : they start by trying to understand what the real issues are. »

« The Design of Everyday Things », Don Norman.

Design Process

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Methodology and design process

• Design process


Design process

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– Questions– Advance exercise : Context Results Recommandations




• « End »

• Additionnal information

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Major lessons learned : methodology

• Demands ≠ Needs ( needs need to be « defined » and validated )

• Task mode : to extract information useful for design– < task observation, usability testing >

• Mock-up : as a design tool, as a medium for usability testing, and as a communication tool– < + essential for dynamic aspects, including visual momentum >

• Main objective : performance of the human-machine system ( the performance of the IT system is not an objective per se )

• Usability testing and iterations are absolutely necessary

• Design for situation awareness : a very powerful concept

Methodology and techniques

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Design process

The study of the task (analysis and synthesis) guides the design

The mock-up supports the creative process, provides a representation necessary to make progress (in the design)

Usability tests enable the designer to validate his design, to uncover design errors, to continue to make progress

Iterations are necessary because we never get it right the first time

Observation & analysisStrategies Errors Problems

Task analysis UsersUsability tests

Design of HMI and new task

Objectives are set for the « human-machine system » (performance centered)


Methodology and

techniques

<>

( Interaction design )

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“ Most (75%) of the ergonomist’s work is to describe

and understand what already exists. ”“ ... then everything will fall into place … ”

Jean-Marc Robert

+ any idea, however brilliant it may look, has to be tested.

Good usability tests are essential.

Methodology

Major lessons learned : Methodology

Good functionnal (not aesthetics) design is often not noticed by users.They simply won’t complain about the design.

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Situation awareness

• Perceive

• Comprehend

• Anticipate– Anticipation is testable


Situation awareness

« Designing for situational awareness : an approach to user-centered design », M.R. Endsley, D.G. Jones, 2nd edition, CRC Press (Taylor & Francis), 2011

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The fundamental objective is correct anticipation

During tasks, and during idle time Situation awareness

Correct anticipation

Situation awareness analysis :

- What are you anticipating ? At what time scale ?

- Why ? (information, reasoning, expertise, . . .)

- Test : What do you anticipate ?


Situation awareness

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Design for situation awareness

Information available in parallel

- Peripheral perception

- Minimal size - simultaneous localization and mapping

- Gestalt

> D.S. Tan, E.R.Tufte, M. Wertheimer : see references

> Process control, diagrams, schematics

> Can navigation within an application be considered a spatial task ?


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• Design for situational awareness

• Design layout for peripheral perception

• Large screens are beneficial for spatial tasks

Design strategies


Some lessons learned : Design

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• Design for situational awarenesso State of the process / data / document . . .

o State/mode of the application / computer

So the user can anticipate correctlyAnticipation is testable

• Aware :– Structure / « logic » of mental model coherent with application /

computer

– Enough information to ensure that mental model is up to date

– Applies broadly : aware anticipate decision

Design strategies


Some lessons learned : Design [1]<>

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• Design so that the user can anticipate correctlywhat the software will do :– Coherence, within the application, and with interaction

concepts in general use.

– Affordance

Design strategies


Some lessons learned : Design [1a]<>

• Questions you can ask– What are you anticipating ?

– What are you monitoring ?

– What are your clues ?

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• Experiment with a sheet of paper< Central perception >

< Peripheral perception >

• Reading experiment< \pro-ics\Emploi-Planif\Evol-SCADA\ExperienceLecturePerceptionPeripherique-1.pptx >

Design strategies


Peripheral perception<>

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Peripheral perception is important for pattern recognition and navigation

– Design layout for peripheral perception : micro / macro design

• Know Gestalt and the characteristics of perception via peripheral vision . . .

• Density not important per se (at least for expert users)

• « Good » layout is critical

• Beware of blinking or moving objects

Design strategies


Navigation is a spatial task . . . Visual momentum involves peripheral vision . . .


Peripheral perception pattern recognition situational awareness

Some caracteristics of peripheral perception :- “Black & white” - Detection of alignments, regularities, Gestalt- Very sensitive to movement

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Absolute size of screen is a factor for spatial tasks

Design strategies



Exocentric

(outside of my space)Egocentric

(within my space)

[ SLAM (body in its environment ]

(very robust, very well trained)

SLAM : Simultaneous Localization and Mapping

For electrical network diagrams, minimum size 90’’ diagonal, minimum distance 80’’

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• Advance exercise : Context Results Recommandations





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Business solution = business process (and tasks)

Design strategies


Business Analysis and Cognitive Systems Engineering

Gather / Inquire> Objectives

Bottom-up analysis : from the individual tasks

Gather / Inquire> High level requirements> Business rules

Interviews / observation> Task analysis> Strategies/Errors/Problems> Information

Inquire> Current data

Model> Current business process

Identify problemsFind causes

Future business solution

Model the future business process

Model the future tasks

Design and validate HMI

Describe UC

Define future data

Requirementsspecification

Business solution

IT solution

EPC : Event (driven) Process Chain

Event

Action

Actor

Applic.

Inform.

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« Un pont entre les Affaires et les TI » (CS et AA)

Analystes d'affaires

RelationsActivités

Spécification des exigencesCueillette des demandes

Design d'interaction / définition besoins

Traduction des besoins (clients) en exigences (TI)

Discussion de la solution

Stratégie d'essais fonctionnels

Évaluation des demandes de maintenance

Affaires

Gestion clientFiches projet

Suivi TI (projets et DT)

Plan d’affaires

Processus d’affaires

Business Case

Pilotes

Problématiques

Intrants aux fiches projet

Demandes / besoins

Intrants au Business Case

Essais

UtilisateursAnalyse de tâche

Essais d’utilisabilité

Processus d'affaires des clients (documentation, objectif à long terme)

Portefeuille de projets TI

Portefeuille de maintenance

Avis de conformité

Bureau d’architecture

Priorisation projets [via fiches projet]

Architecture-cible

Bilan de santé

Projets

Comité de coordination

Accompagnement

Architecture projet

Plan de projet / Recommandation

Avis de conformité

Analyse préliminaire

Réalisation - relation réalisateur

Essais d’acceptation

Business Case (longitudinal)

TI

Maintenance

Maintenance évolutive, corrective, pérennité et adaptative demandant code.

Carnet de maintenance

Demandes de transformation

Priorisation DT / calendrier liv.

Objectifs d’entreprise

Orientations stratégiques

Vigie affaires

Suivi TI

Suivi bénéfices (BC longitudinal)

Conseiller stratégique

Gestion entr.

Orientation et Planification

Visibilité

Évaluation d'opportunité

Analyse préliminaire

Analyse d’affaires

Vert : CS impliqué dans l’activité

Bleu : AA impliqué dans l’activitéExploitation Opérationalisation

Dépannage

Transversal : inter-projet, inter-domaine

Longitudinal : évolution, vigie, …

OP

SÉv

olu

tion

Expl

oita

tion


<>

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75

Four essential ingredients for a successful project- Business process analysis, strategic alignment (, ÿ )- Interaction design (display devices, appearance et behaviour)- Technical design- Project management

Definition of needs (functionnal)

- Demands ≠ needs

- Needs = Interaction design

- It is essential to validate the design

- Tasks and processes

Elements of a successful IT project

< Interactive systems >

< Objective = profitability (max perf/cost ratio) >


Articulation with « the rest of IT »

Task observation and analysis is the foundation

for both interaction design and business processes analysis

76

CSE = more than the Human-Machine Interface (HMI)

Role of Cognitive Systems Engineering

Cognitive Systems Engineering Software Engineering

Requirements specification

Task (and business processes) design Functions, services, data

SE : insure technical quality, control costs and delays

CSE : insure tool will improve the performance of the HMS

> Help the clients define their needs <



<>

39

Requirements specification

Description(section 2)

Contexte

Design opérationnel / interaction

Principales contraintes

AA

AA

AA Gouvernance, ATI, Exploitation

Exigences fonctionnelles AA : énoncées

Contraintes

ATI : énoncéesExig. archi. fonctionnelle

ATI : énoncéesExig. archi. technologique

ATI : énoncéesExig. sécurité

Expl. : énoncéesExig. exploitation

Gouv. : énoncéesExig. gouvernance

AA : annoncées(fait référence à un document distinct)

Exigences(section 3)

Contexte : organisation, processus, environnement, objectifs, …Opérationnel : 90% pour clientContraintes : très peu pour le client

Besoins

Exigences

Utilisation T110

Tous les sujets, et « n/a » si non pertinentEnvergure selon le contexteNuméros P+ dans les titres de section

77

Description de l’interaction : tâches et IHM (dispositifs, apparence et comportement)


Table of contentsAdditional Info

<>

78

BA - UX

Functions (services) / data

Interaction

Task analysis

Business process analysis

Corporate objectives

Corporate strategies

Corporate structure

BA

UX


Design levels

Interaction design

Functional design

Operational design

Requirements

Requirements

Constraints / Ideas

Constraints / Ideas

Business AnalysisUser Experience


Business needs (high-level)

<>

40

Niveaux de design

** : allocation des fonctions : humains, système TI, autres systèmes TI

Représentations / modèles

(typiques) (en plus du texte)

EdPC / BPMN

OCD +

SCD

stm sd act bdd

. . .

Tâches

IHM

SFD*

AHT

Maquette

Descriptions

ucdSFD*

SFD*

Protocole

Design

Organisation

Processus

Opérationnel

Allocation **

* : SFD : services, fonctions, données

Interaction

Fonctionnelle

Arc

hite

ctu

reComposants

Besoins p/r au système TI

Exigences fonctionnelles sur le système TI

Contraintes sur le design du système TI(Arch., Séc., Expl.)

Besoins opérationnels

Sect. 2

AA

AT

Besoins et exigences

H140

Sect. 3

Sect. 3

. . .

ad hoc

En

viro

nn

em

ent

Sys

tèm

e T

I

AHT

IHM

UC UC UC

ucd : use case diagramact : activity diagramsd : sequence diagramstm : state machine diagrambdd : block definition diagram

EdPC : event driven process chainOCD : operational context diagramSCD : system context diagramAHT : analyse hiérarchique de tâche

IHM : interface humains-machine : apparence et comportement, ainsi que dispositifs

*** Sect. 2-3

*** : si exigences sur les traitements ou données

Technologique

Sécurité

H140 : spécification des exigences(propriétaire, utilisateur, réalisateur)- Section 2 : description- Section 3 : exigences

CS : Conseiller stratégiqueAA : Analyste d’affairesAT : Architectes (fonctionnel, technologique et sécurité)

+ : autres au besoin, comme stm pour automatismes par exemple 79

Orientations stratégiques

CS



<>

80

Éléments fondamentaux de LEAN LEAN

Obsession continuelle

« Kaizen »Amélioration

continue

Minimiser le gaspillage (ce qui ne produit pas de valeur pour le client)Maximiser la valeur pour le client

Régularité du flux : stabilité de la capacité et de l’expertise

Cette valeur est elle-même subordonnée à la valeur de l’activité (supportée par l’outil TI) pour les clients de TransÉnergie et d’Hydro-Québec (entreprise)

Flux tirés (« Pull ») : chaîne de « clients » internes aux TI, jusqu’au client de TI lui-même; puis jusqu’aux clients de TransÉnergie et d’Hydro-Québec.

Identifier la valeur pour le client Connaître les processus et tâches TI; les ajuster au besoin

< activité en continu > < activité en continu >

Fondations : terrain (« Gemba »), et analyse de tâche

1 C0

Eff

icac

e

Eff

icie

nt

<>

41

CSE vs frameworks and books of knowledge

81

“Frameworks” and “Books of Knowledge” are usually meant to accommodate any design methodology.

One must first choose a design methodology to make relevant choices in a framework or a book of knowledge.

For software with a human interaction aspect, the best design methodology is probably the “user centered design” approach of the ISO-9241-210 standard (ex-13407).

[ CMMI, Macroscope, Agile, BABoK, PMBok, SwEBoK, ... ]


Articulation with « the rest of TI »

82

Some references

Dreyfus, H., Dreyfus, S., (1986), « Five steps from novice to expert », pp. 16-51 (chap. 1) in Mind over machine, The Free Press, New York.

• Gascon, A. et, Robert, J.-M., (2003), « L’ingénierie cognitive au service de la conception d’interfaces humains-machines : leçons tirées de 8 années de pratique en entreprise », Actes du 5e Congrès international de génie industriel, 2003.

Tullis, T.S., (1993), « Is user interface design just common sense ? », Proceedings of HCI International '93 Conference, Orlando, FL, Aug. 1993, V 2, p. 9-14, Elsevier Science Publishers.

• Wickens, C.D., (1992), « Engineering Psychology and Human Performance », Harper Collins.

• Endsley, M.R., Jones, D.G., (2011), « Designing for situational awareness : an approach to user-centered design », 2nd edition, CRC Press (Taylor & Francis), 2011

• « CITATION.doc »


42

83

Some references

• Kuai, S.-G., Yu, C., (2006), « Constant contour integration in peripheral vision for stimuli with good Gestalt properties », Journal of Vision (2006), 6, 1412-1420.

• Rosenholtz, R., Li, Y., Nakano, L., (2007), “Measuring visual clutter”, Journal of Vision (2007), 7(2):17, 1-22.

• Tan, D. S., Gergle, D., Scupelli, P., Pausch, R., (2006), “Physically Large Displays Improve Performance on Spatial Tasks”, ACM Transactions on Computer-Human Interaction, Vol. 13, No. 1, March 2006, Pages 71-99.

• Tufte, E. R., (1995), “Envisioning Information”, Graphics Press. : chapter 2 : Micro / Macro Readings, especially pages 37, 38, 50 and 51.

• Wertheimer, M., (1923) , “Laws of Organization in Perceptual Forms”, translation published in Ellis, W. (1938) A source book of Gestalt psychology (pp. 71-88), London : Routledge & Kegan Paul. [ old, but charming , and quite useful for me ]


84

EndQuestions ?

Additional information• Mock-up examples• Cognitive Systems Engineering definition• More on lessons learned• Difficulties• Suggestions• My opinion on the future of Cognitive Systems

Engineering• More on process control• More context information for advance exercice• How I got to CSE• Requirements specification table of contents• Industrial engineering and CSE

Hydro-Québec 2014

[email protected]

43

85

Mock-up examples

…\ICS\Pres-ICS-IdT-2005\Exemples-Realisation-ICS.ppt


Techniques

3, 5 : Beauharnois

8 : ALCID-II

12, 13 : SEQAM

14 : ADR

17 : étiquetage

19 : revue Transport CCR

20 : procédure aidée par ordinateur

21, 22 : délestage cyclique

28 : DREX

35 : pupitres CCR

39, 40 , 41, 42 : synoptique réseau

44, 45, 46 : PG&E

86

Cognitive Systems Engineering

• « Discipline that : – Takes an interest in all stages of the life of complex

human-machines systems (« Cognitive Systems »)– Calls for knowledge and methods of many nature,

social and human science disciplines– Has the fundamental objective to improve the

performance of human-machine systems »

Jean-Marc Robert

......


44

87

Lessons learned• Analyze work activities (and use HTA to design the first draft of the HMI)• Don’t consider demands as needs; try instead to uncover the real needs

– Beware of needs expressed as solutions• Insure that the user is in « task mode » to obtain the right information• Don’t ask users to validate the requirements specification• Beware of the pitfalls of participative design• Keep contact with the field by regular visits

• Evaluate the HMI according to the task logic and the performance of the human-machine system• Do not aim for user-friendliness as a primary objective

• Build mock-ups

• Do the complete Cognitive Systems Engineering design cycle

• Explain the design process to the decision makers to convince them of the merits of the recommended design.

• One way to help convince project leaders, expert consultants, client representatives, …, is to tell stories about users performing their tasks. Seeing a video of users in their activities may also be useful.

– describe the main problems encountered by the users and their consequences ($)– describe observations and the actual design process

Task Mode

Mock-up

Objectives

......


88

Difficulties

• Solutions becoming needs, or needs expressed in the form of solutions– Technical « trips » : solutions in search of a problem

• CSE results often difficult to explain to software developpers (in fact to anybody who didn’t spend much time observing users at work); also often difficult with ex-users : they don’t feel the need to check with users, they stick with their own impressions.

• Many computer specialists rely on their own impressions, and think they can design good HMI.

• Most managers don’t see the importance of a good HMI design (enabling performance of users in their tasks, not only « user-friendly »), or of a bigger monitor, for that matter.

• Difficult to convince project leaders to accept the time and cost of CSE• Usability testing limits with experts

......


45

89

Suggestions• When a client demands something, find out why, find out what are

the task objectives

• Pay regular visits to users; be also there when the software is installed Stay « grounded » in the reality of the field

• Always check with users (3-4 at least, if possible); but don’t let them do the whole design; don’t rely on your own opinion

• Never (almost) do demos to users, instead ask them to use the product to do actual work

• Be rigorous (do a complete CSE cycle), not necessarily formal

• < + citations.doc >

......


90

CSE future (my opinion)

Still far from complete generic solutions bottom-up analysis is essential

Compatibility with human being

Compatibility with task

Importance of details Nature of expertise

Articulation with business processes and the structure of the organization

Better representations : better adapted to human beingsBetter interaction means : better adapted to human beingsUser aware of what the computer is doing {Human-Computer Cooperation (Norman)}

Business Analysis

......


46

91

HMI design for process control : future (my opinion)

Process ControlTasks

95% = acquisition of information, judgment on the quality of the information; importance of presentation

5% = decision

Monitoring better situation awareness, without saturation (especially the rapid restoration of situation awareness following a complex event)

( up to date mental model of the « process + computer » )

? Design for peripheral perception ?

......


92

Advance exercise : some context information

Dimly lit room, dark panelOther windows = color on black

Capture of momentary alarmsAlarm management(« son », « acq », « rap »)

Alarms : part that is not automated

(2 steps not to miss alarms)

- Undo not available

- Locate

- Mock-up is not perfectSeparate « New » and « Return to normal »

messages useful in log (for analysis after the fact)< but not in real time >

Exercise


47

93

How I got to Cognitive Systems Engineering

• Physicist

• Programmer-analyst (real-time software)• Project leader (automation software)

• Requirements specification, automation of the Beauharnois hydroelectric power plantCognitive Systems Engineering to define (IT)

needs

......


94

How I got to Cognitive Systems Engineering

One-line diagram of the a power plant

......


SICC-I console (no longer in use)

48

Sections du T110 et documents P+

1. Introduction

1.1 Portée du document

1.2 Audience visée

1.3 Portée de l’outil < P140 >

1.3.1 Résumé des fonctions < P250 >

1.3.2 Applications de l’outil < P140 ? >

1.4 Définitions, acronymes et abréviations

1.4.1 Termes et acronymes spécifiques à Hydro-Québec

1.4.2 Termes et acronymes d’usage courant

1.5 Références

1.6 Vue d’ensemble du document

95


2. Vue d’ensemble de la solution d’affaires2.1 Contexte du système / projet < P140 >2.1.1 Raison d’être du système < P140 >2.1.2 Situation actuelle < P120 >2.1.3 Demandes < P100 >2.1.4 Sources d’exigences2.1.5 Présomptions et dépendances2.2 Description générale de la solution d’affaires < P140 > < P240 >2.2.1 Objectifs du système humains-machines < P140 >2.2.2 Relations à l’entreprise et aux processus d’affaires < P140 >2.2.3 Interaction humain-machine < P240 >2.2.4 Interfaces < P240 >2.2.5 Fonctions majeures < P250 >2.2.6 Structure des données < P170 >2.2.7 Contraintes < P261 >

96

49


3. Exigences spécifiques3.1 Interfaces externes3.1.1 Interfaces système < P >3.1.2 Interfaces utilisateurs < P240 >3.1.3 Interfaces matérielles < P261 >3.1.4 Interfaces logicielles < P261 >3.1.5 Interfaces de communication < P261 >3.2 Fonctions < P240 > < P250 >3.2.1 Fonction …3.3 Performance < P240 >3.3.1 Capacité (statique)3.3.2 Performance dynamique3.4 Base de données < P240 >3.5 Contraintes < P261 >

97


3.6 Attributs du système TI3.6.1 Fiabilité < P240 > < P261 >3.6.2 Disponibilité < P240 > < P261 >3.6.3 Sécurité < P240 > < P261 >3.6.4 Maintenabilité < P240 > < P261 >3.6.5 Adaptabilité < P261 >3.6.6 Pérennité < P261 >3.6.7 Portabilité < P261 >3.6.8 Compatibilité < P261 >3.6.9 Autre attribut …3.7 Autres exigences3.7.1 Structure de l’information < P170 >3.7.2 Architecture logicielle < P261 >3.7.3 Structure des traitements et interfaces < P250 >3.7.4 Stratégie d’implantation < P261 >3.7.5 Stratégie de changement organisationnel < P140 >3.7.6 Impacts < P140 >3.7.7 Coûts et bénéfices < P140 >3.7.8 Infrastructure technologique < P261 >3.7.9 Langue < P240 >3.7.10 Support < P261 >3.7.11 Autre exigence particulière … (efficience, …)3.8 Groupes d’essais < P410 >

98

50


4. Annexe : Registre des raisons de conception5. Annexe : Essais fonctionnels6. Annexe : Essais de performance et de limites7. Index

99

100

Cognitive Systems Engineering

• Industrial engineering = performance and efficiency

– Better tools better performance in task (speed, errors, quality, …)

– Applied to software (considered as a tool) = performance and efficiency of the Human-machine system (HMS)

– Applied psychology : because a human being is part of the system

Cognitive Systems

Engineering


<>

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